Location: Toronto, Ontario

Our client is a leading technology solutions provider with over 600 professionals across 14 offices in North America. At the forefront of innovation, they deliver cutting‑edge solutions rooted in integrity, accountability, and technical excellence. As an ambassador for the firm, you will play a pivotal role in ensuring clients and partners receive world‑class service through transformative communication technologies.

The Role

We are seeking a Functional Lead to own the functional workstream for Contact Center as a Service (CCaaS) and Agentic AI initiatives, specifically within an Amazon Connect practice. You will act as the bridge between business objectives and technical execution. Your mission is to translate complex CX (Customer Experience) goals into clear requirements, elegant user journeys, and prioritized use cases. This is a high‑impact role requiring a blend of strategic solution shaping and hands‑on functi...